Service Quality and the Small Apparel Speciality Store : Perceptions of Female Consumers

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Description

Service quality defined by the customer is an important element in satisfying customers and may determine retail survival. The SERVQUAL instrument measured desired and minimum expectations and perceptions of service quality in a small apparel specialty store. Factor analysis with varimax rotation resulted in three dimensions of service quality for both desired and minimum levels of expectations and perceptions: (a) Personal Attention, (b) Reliability, and (c) Tangibles. Regression analyses determined the relationship between overall service quality (OSQ) and various predictor variables. Based on gap scores between desired expectations and perceptions, the Personal Attention and Tangibles dimensions were significant in predicting … continued below

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vii, 84 leaves : ill.

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Knight, Delores Kay December 1995.

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  • Knight, Delores Kay

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Description

Service quality defined by the customer is an important element in satisfying customers and may determine retail survival. The SERVQUAL instrument measured desired and minimum expectations and perceptions of service quality in a small apparel specialty store. Factor analysis with varimax rotation resulted in three dimensions of service quality for both desired and minimum levels of expectations and perceptions: (a) Personal Attention, (b) Reliability, and (c) Tangibles. Regression analyses determined the relationship between overall service quality (OSQ) and various predictor variables. Based on gap scores between desired expectations and perceptions, the Personal Attention and Tangibles dimensions were significant in predicting OSQ. SERVQUAL is a managerial tool that small apparel retailers may use to improve service quality.

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vii, 84 leaves : ill.

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UNT Theses and Dissertations

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  • December 1995

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  • March 24, 2014, 8:07 p.m.

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  • July 22, 2014, 4:41 p.m.

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Knight, Delores Kay. Service Quality and the Small Apparel Speciality Store : Perceptions of Female Consumers, thesis, December 1995; Denton, Texas. (https://digital.library.unt.edu/ark:/67531/metadc278014/: accessed March 19, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; .

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